The SupportCandy User Group plugin is a handy tool for managing tickets within an organization or across user groups. Here is a breakdown of its functionalities:

Purpose:

• Group Management:
  • Allows the creation of user groups or company-based groups to categorize and manage tickets created by members of these groups.

Features:

1. Supervisor Control:
   • Enables supervisors (administrators or designated individuals) to manage tickets created by members within their assigned groups or companies.
2. Group Identification:
   • Ensures clear identification of tickets based on the group or company they originate from, especially when multiple organizations or teams interact through the support system.
3. Usergroup Setup:
   • Provides functionality to set up user groups with designated supervisors and members.
4. Ticket Management Permissions:
   • Supervisors can oversee and handle tickets created by members within their assigned groups.
   • Members, if allowed, can create private tickets or specify the usergroup for which the ticket is intended.
   • Agents, if permitted, have the ability to modify the usergroup associated with a ticket.
5. Custom Field Integration:
   • Allows the creation of custom fields specifically for usergroups. These fields can store additional information such as phone numbers, addresses, websites, etc., relevant to the usergroup.
6. Ticket List Filtering:
   • Provides functionality to display usergroups within the ticket list, making it easier to identify tickets associated with specific groups.
   • Offers a filter mechanism to sort and view tickets based on their respective usergroups.

Usage Workflow:

1. Setting Up Usergroups:
   • Create usergroups with assigned supervisors and members.
2. Ticket Handling:
   • Supervisors manage tickets associated with their respective usergroups.
   • Members create tickets, specifying usergroups if allowed.
   • Agents can adjust the usergroup associated with a ticket, if granted permissions.
3. Custom Information:
   • Utilize custom fields to store and display additional details about usergroups, aiding in better organization and management.
4. Filtering and Display:
   • Display usergroups in the ticket list for easy identification.
   • Use filtering options to view tickets related to specific usergroups.

This add-on streamlines the support system by providing a structured approach to ticket management within organizations or user-defined groups, enhancing efficiency and organization in handling support queries.